CALL CENTER REPRESENTATIVE

Job Overview

Summary / Objective

The Call Center Representative is responsible for making inbound and outbound calls and communicating with prospects and customers via text, email, or social media as assigned.

Essential Functions

• Completes outbound calls with a focus on lead generation activities for new car, used car, and service drive marketing programs
• Other assignments for outbound calls include but are not limited to, safety recalls, recommended services, special order parts, declined service, pre-paid maintenance, state inspections, and more
• Makes daily call quota
• Respond to inbound internet leads by phone, text message, and email
• Schedules and confirms sales and service appointments
• Reschedules missed sales and service appointments
• Books appointments based on maintenance schedule per brand and in accordance with company policies and manufacturers specifications
• Assists with answering customer inquiries and problems by routing customer to the contact and or department
• Conducts telephone and in-person transactions courteously and promptly
• Understands the terminology of the automobile business and keep abreast of technological changes
• Understands the manufacturer requirements and policies for assigned brands
• Follows all attendance and punctuality standards and adheres to timekeeping standards; Employees are required to record the beginning and end times of any shift, break or departure from work for personal reasons
• Follows the Company Code of Business Ethics and Conduct
• Understands and follows all work rules and procedures and follows lawful directions from Supervisors
• Upholds the company's non-disclosure and confidentiality policies and agreements
• Maintains a professional appearance in accordance with company policy
• Attends pertinent training and stays current with the sales department concerns and sales techniques
• Attends company meetings as required
• Other duties as assigned

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO Statement

The Company is committed to hiring a diverse and qualified workforce. We will not consider any characteristic or category protected by state or federal law in hiring or employment decisions, including but not limited to race, national origin, color, religion, sex, sexual orientation, gender identity, disability, age, status as a parent, or genetic information.

Requirements

Competencies

Work Environment / Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Light Work- lifting no more than 20 pounds at a time and / or frequent lifting or carrying of objects weighing up to 10 pounds.

This position may involve long periods of sitting

This position involves repetitive motion

This position requires the ability to climb stairs and may be required to stoop and kneel infrequently

This position requires the ability to hear and talk

This position is primarily located in an office environment, with heating and air conditioning but the position requires the ability to meet with customers outside and may be subject to extreme cold or heat for short periods of time

Position Type / Expected Hours of Work

Works evening, weekend, and holiday work hours as required

Required Education and Experience

High school diploma or the equivalent and one year related experience; equivalent combination of education and experience.

Preferred Education and Experience

Associate's degree (A. A.) or equivalent; or one to two years related experience and / or training; or equivalent combination of education and experience.